Feathersoft Info Solutions Private Limited
Infopark phase 2
Ensure that customers receive professional, high quality, and timely technical support that meets or exceeds any SLA obligations.
Coordinate with the team to compile bug reports to escalate issues in a weekly Core Team meeting and any other appropriate time.
Monitor support agents performance, note and address performance issues.
Ensure that new team members train on product knowledge and support processes in order to achieve a high performance level.
Provide effective customer service to customers using in-depth knowledge of company products
Collaborate with other teams to meet and exceed customer service expectations
Troubleshoot installation and testing problems across multiple programming languages and build environments.
Help customers find product solutions.
Ensure that critical severity/priority customer issues are addressed including escalation to the Support Manager as necessary.
Update user documentation.
Provide excellent customer service and product knowledge to maintain customer satisfaction.
Collect customer feedback on features, bugs, and other areas of importance and delivering this information to our product team
Strong development skills including; Test automation, Mobile and Web development testing methods
Knowledge of Operating Systems and App Support for: Windows, iOS, Linux, SQL, HTML5
Knowledge of Integrations such as Jira, Jenkins, Teamcity, Ranorex, Selenium WebDriver
Strong knowledge of support process related to ticket tracking tools including any like Jira and Zendesk
Expertise with development automation including previous experience with automation testing tools.
Knowledge of and hands-on experience with remote troubleshooting technologies
Strong written, verbal and presentation skills
Strong problem solving and analytical skills
Strong ability to work independently and within a team
Ability to multi-task across multiple products within different technology platforms